This is a remote position.

• 
  Provide first-level support for banking software to financial institution customers, including issue resolution and troubleshooting.
• 
  Configure and train clients on software modules and provide applications.
• 
  Participate in help desk activities, handling daily support inquiries via phone, email, or remote tools.
• 
  Travel to customer sites for installations, upgrades, and training sessions as needed.
• 
  Participate in after-hours support rotation once proficient in product functionality.
• 
  Work closely with internal teams such as QA, Development, and IT to identify and resolve complex issues.
• 
  Document support procedures and client-specific configuration steps.
• 
  Maintain accurate records of all customer interactions using internal call tracking/reporting systems.
• 
  Keep instructional materials and customer-facing documentation current and relevant.
• 
  Communicate status updates and key customer concerns to management.
• 
  Maintain a positive and professional demeanor with both customers and coworkers.
• 
  Ensure timely submission of project updates and travel/expense reports.
• 
  Actively pursue opportunities for skill development and knowledge expansion through hands-on involvement in field installations and software upgrades.

Requirements

• 
  Associate degree in Computer Science, Information Systems, or related field.
• 
  Minimum of two (2) years of experience in a financial institution, IT support, or a customer-facing technical role.
• 
  Equivalent combination of education and experience may be considered.
• 
  Knowledge of loan processing applications is helpful.

• 
  Foundational understanding of banking and credit union operations.
• 
  Understanding of general networking concepts and server setup configurations.
• 
  General knowledge of supported applications and awareness of related systems.
• 
  Strong interpersonal and communication skills; able to explain technical concepts clearly.
• 
  Dependability and accountability traits are vital.
• 
  Analytical thinker with the ability to diagnose and resolve issues methodically.
• 
  Proficient in Microsoft Office Suite and basic troubleshooting tools.
• 
  Demonstrated ability to provide high-quality customer service.
• 
  Willingness to learn and grow in technical knowledge and product expertise.

Benefits

• 
  Competitive base salary.
• 
  Comprehensive benefits package (medical, dental, 401(k), etc.).
• 
  Remote work flexibility with travel to client sites as needed.